Desktop Onsite Technical Support

We are looking for a detail-oriented and customer-focused Solutions Engineer to join our Employee Tech Services team. In this role, you will deliver white-glove, deskside IT support services to staff in a dynamic financial services environment. You will be responsible for resolving technical issues, supporting operational excellence, and ensuring seamless end-user experiences across hardware, software, mobile, and AV systems.

Responsibilities

Provide Level 1 and Level 2 deskside and remote support for Windows-based environments, including desktops, laptops, mobile devices, and AV/conferencing systems; Troubleshoot and resolve issues related to hardware, software, network access, and user credentials; Assist with office moves, tech refreshes, and infrastructure buildouts; Perform onsite installations, diagnostics, and repairs of hardware and software; Utilize remote tools to assist users and resolve issues efficiently; Maintain and update service tickets in alignment with SLA and KPI targets; Deliver white-glove deskside support, ensuring attentive, high-quality service for all staff; Support the deployment of software releases, patches, and system upgrades across end-user devices; Participate in IT asset lifecycle activities including procurement, inventory, and disposal; Collaborate with cross-functional IT teams and share knowledge with peers; Assist with incident response and contribute to root cause analysis as needed; Support standard change, release, and problem management processes; Ability to learn, grow, and develop within the role and the organization

Requirements

Bachelor's degree or 2–4 years of relevant IT experience; Experience supporting Windows OS, Microsoft 365, Active Directory, and enterprise collaboration tools; Familiarity with ITIL processes: Incident, Problem, Change, and Release Management; Experience with IT Asset Management (ITAM) tools and practices; Strong communication, interpersonal, and problem-solving skills; Ability to manage multiple tasks in a fast-paced environment; Willingness to work flexible hours, including evenings and weekends, as needed

Nice to have

Relevant industry certifications (e.g., Microsoft, ITIL, CompTIA); Experience in a financial services or managed services environment; Familiarity with performance management and capacity planning

Benefits

Health, dental, vision and life insurance plans; 401(k) Savings plan with generous company matching contributions (up to 6%); Voya Retirement Plan, employer paid cash balance retirement plan (4%); Tuition reimbursement up to $5,250/year; Paid time off, including 20 days paid time off, nine paid company holidays and a flexible Diversity Celebration Day; Paid volunteer time, 40 hours per calendar year; Incentive opportunities (annual cash incentives, sales incentives, and/or long-term incentives)